Our response times & support hours

Knowing when to expect a reply makes working together much easier. This guide explains our working hours, how quickly we respond to different kinds of requests, and what to do in an emergency. For which channel to use for what, see How we communicate.

Response-time guarantees apply under contract

The response targets in this guide are the standard service levels for clients on an active contract: The Boring Stuff, a project engagement, or a Fractional Plus engagement (CTO, CMO or CBO). Non-contracted requests are handled when capacity allows.

Our working hours

We work Monday through Friday, 9 am to 5 pm Central Time (CT).

We are closed on US federal holidays and during any planned closures we communicate in advance.

Messages sent outside these hours are read and acted on the next business day. You are always welcome to send a message any time. We just won't see it until we're back in the office.

Response time guidelines

Different requests have different urgency levels. Here's what to expect:

Request type	Target response time
Site completely down or broken for all visitors	Same business day: we prioritize these
Security concern (suspected hack or malware)	Same business day
Standard bug report or content problem	Within 1 business day
New work request or change request	Within 1 to 2 business days
Question or general message	Within 1 business day
Quote or proposal request	Within 2 to 3 business days

These are targets, not guarantees. Some issues require investigation before we can give a meaningful reply. We'll always acknowledge your message quickly even if we need more time to investigate.

Response time vs. fix time

Response time means when we reply to you, not how long a fix takes. Complex issues may need investigation or development work. We'll give you an estimated timeline once we understand the scope.

What counts as urgent

Help me choose

Is this urgent?

Is something broken right now: the site is down, checkout has stopped, you suspect a hack, or a live launch is broken?

Urgent means something is broken right now in a way that is actively hurting your business.

These things are urgent:

Your website is completely inaccessible to visitors.
A payment or checkout flow has stopped working.
You suspect your site has been hacked.
A launch or campaign is live and something critical is broken.

These things are not urgent (but still important):

A typo or small visual issue.
A feature you'd like added.
A question about how something works.
Content you'd like updated.

How to flag an urgent issue

Open a ticket on our support portal with "URGENT" at the start of the ticket title.

Or email support@chykalophia.com with "URGENT" at the start of the subject line.

Describe what's wrong in a sentence or two: what page, what the problem is, and when you first noticed it.

Flagging something as urgent when it isn't urgent slows things down for everyone. If you're unsure, it's fine to ask "is this urgent?" and we'll help you prioritize.

After-hours and weekend issues

We do not offer 24/7 emergency support, and no plan includes after-hours or weekend support. If a critical issue happens outside business hours:

Open a ticket on our support portal or email support@chykalophia.com, with "URGENT" at the start of the title or subject.
We'll pick it up at the start of the next business day.
If your site is hosted on a managed hosting platform (like Flywheel, WP Engine, or Kinsta), you can also contact their support directly for infrastructure-level emergencies.

What affects response time

A few things can affect how quickly we can respond:

Volume of requests. We serve multiple clients: busy periods may add a small delay.
Information quality. Clear reports with screenshots are resolved faster than vague ones. See How to report a problem.
Scope. Some issues need investigation before we can respond with substance.
External dependencies. Some fixes depend on third-party platforms (hosting providers, payment processors) whose response times we can't control.

Common questions

I sent a message two hours ago and haven't heard back. Should I follow up?

Please wait until the end of the current business day before following up. Most messages are answered within one business day, but some require investigation first. A single polite follow-up is always fine if you've passed the expected window.

Can I call or text for support?

Please use the support portal or email. They ensure your request is logged, seen by the right person, and tracked. We don't offer phone support, text messaging, Slack channels or other direct lines. If a conversation would be easier live, ask for a scheduled call through the support portal or by email. See How we communicate for which channel to use when.

What time zone should I use when thinking about response times?

We operate on Central Time (CT). So "next business day" means the following business day in CT. If you're in a different time zone, keep that in mind when calculating.

Do you work on weekends?

No. We don't offer weekend support. Weekend messages, urgent ones included, are picked up at the start of the next business day. If uptime is business-critical 24/7, talk to us about hosting options that include round-the-clock infrastructure support.